Senior Technical Support Engineer

About the Position

Veriff is hiring a Senior Technical Support Engineer for its USA region. As a Senior Technical Support Engineer, you will get to solve the most technically challenging problems facing our largest customers. You will be a trusted technical expert that our customers rely on to provide timely, accurate, and well-communicated solutions to their complex technical and integration problems. Beyond individual contribution, you will drive cross-team initiatives, mentor fellow engineers, and help shape the team's technical direction.

Responsibilities

• Taking ownership of reported issues and ensuring their resolution from start to finish
• Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems
• Replicating reported issues and writing detailed bug reports
• Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base
• Handling crises in the event of feature failures or application downtime
• Participating in an on-call rotation and leading production incidents
• Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries
• Driving cross-team initiatives that have area-wide impact beyond your immediate team
• Taking responsibility for technical designs of new services and tools
• Identifying gaps in issues and processes, bringing data-driven solutions to the table
• Optimizing and automating repetitive tasks
• Gathering feature requests and making them visible to correct stakeholders for planning
• Actively participating in the hiring pipeline and referring candidates

Requirements

• 3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical role
• Strong understanding of software programming and system architecture
• Solid knowledge of APIs (REST, webhooks)
• Solid ability to troubleshoot web applications and identify root causes
• Deep knowledge and experience with observability tools (e.g., Grafana)
• Proficiency in writing complex SQL queries and basic scripts
• Comfortable working with Mac, Linux, and Windows environments
• Experience with incident management processes
• Demonstrated ability to mentor and support team members
• A proactive approach to teamwork, a solutions-oriented mindset, and excellent interpersonal skills
• Data-driven approach to problem-solving and decision-making
• Knowledge of TypeScript, Python, Postgres, or ReactJS
• Ability to work independently without supervision, prioritize effectively, and deliver consistently
• Fluency in both written and spoken English
• A background in creating highly technical but clear technical documentation and presentations

Nice to Have

• Experience with JIRA, Confluence, and GitHub
• Built applications or integrated services
• Familiarity with CI/CD pipelines and deployment processes

We Offer

• Full-remote job within our eligible locations in the USA (West Coast based)
• Extra recharge days per year on top of your annual vacation days
• Stock options that ensure you share in our success
• 401(k) matching
• Extensive, medical, dental, and vision insurance to ensure you're feeling great physically and mentally
• Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
• Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary

About the Company

We are the preferred identity verification platform partner for the world’s most innovative growth-driven organizations helping conveniently verify and safeguard users anywhere in the world. We support the broadest number of identity documents from nearly every country and territory in the world - and this is continually increasing! With a diverse team and offices in the United States, United Kingdom, Spain, and Estonia, as well as robust backing and funding from investors including Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, we’re dedicated to helping businesses and individuals build a safer and more secure world. We strive to be the benchmark for trust online, and we take pride in being a positive force.

When you join Team Veriff, we offer you the opportunity to have a real impact and advance your career, while looking after you along the way with a range of benefits designed with you in mind.

Location

Remote within USA but preferable to be in Salt Lake City, Utah

Salary Range

$114,000 - $145,000 USD Gross/Annual

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